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PL-600 Exam - Question 15

You are designing a self-service portal for a company.

The portal must meet the following requirements:

✑ Customers must be able to submit and review cases.

✑ Customers must be able to chat with service representatives in near real time.

Allow service representatives to select cases from queues and use knowledge articles to resolve customer concerns.

You need to recommend solutions for the company that do not require custom development.

Which three apps or services should you recommend? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

Show Answer
Correct Answer: BCE

To design a self-service portal that meets the listed requirements without custom development, the following three solutions should be recommended: Dynamics 365 Customer Service, Omnichannel for Customer Service, and Customer self-service portal. Dynamics 365 Customer Service provides comprehensive case management capabilities, allowing customers to submit and review cases and enabling service representatives to use knowledge articles to resolve concerns. Omnichannel for Customer Service facilitates real-time chat capabilities, enabling instant communication between customers and service representatives across various digital channels. The Customer self-service portal empowers customers to manage their support requests independently, accessing knowledge resources and tracking the progress of their cases.

Discussion

15 comments
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Emdy
Aug 15, 2021

correct

N8n0z
May 15, 2021

Correct

Parth91Options: BCE
May 13, 2023

The three recommended apps or services that do not require custom development are: B. Dynamics 365 Customer Service: This app provides a comprehensive solution for managing customer cases, including case creation, tracking, and resolution. It also offers a knowledge base for agents to access and use to resolve customer issues. C. Omnichannel for Customer Service: This service enables companies to engage with customers across multiple channels, including chat, SMS, social media, and more. It also includes features like routing, queuing, and real-time translation. E. Customer self-service portal: This is a web portal that allows customers to submit and review cases, access knowledge base articles, and communicate with service representatives. It is a self-service solution that reduces the workload on agents and provides customers with 24/7 access to support.

Hassane
Jul 2, 2021

Correct

IckyOptions: BCE
Jun 5, 2022

correct

giogoOptions: BCE
Feb 20, 2022

correct

fre43Options: BCE
Feb 22, 2022

it's right

AnchovOptions: BCE
Aug 30, 2022

Correct

MuzeraOptions: BCE
Nov 9, 2022

Correct

Edi41Options: BCE
Jan 4, 2023

BCE is correct

rajrutu
May 8, 2022

this was present today

originalwitnessOptions: BCE
May 20, 2022

Correct.

Vin22CRM
Aug 13, 2022

Correct

Brooklyn_ItselfOptions: BCE
Nov 10, 2022

Correct BCE

nqthien041292Options: BCE
Jul 18, 2024

Dynamics 365 Customer Service (Option B): This app provides comprehensive capabilities for case management, allowing customers to submit and review cases. Service representatives can use queues and knowledge articles to resolve customer concerns efficiently. Omnichannel for Customer Service (Option C): This service enables near real-time chat capabilities between customers and service representatives. It supports chat channels integrated into the self-service portal, facilitating seamless communication. Customer self-service portal (Option E): This is essential for allowing customers to submit cases and access information independently. It provides a user-friendly interface for customers to interact with the company's service offerings.